Remote IT Operations Lead — CCaaS & Telephony

Equip; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Company Laptop

Home internet stipend

Co-working space stipend

Initial work-from-home stipend up to $

Reload of $200 on the home office

Flex PTO + 11 holidays

Job summary

Equip, a fully virtual eating-disorder treatment company, is seeking an IT Operations Specialist to administer Equip’s service center platforms and telephony technologies. You will ensure high platform reliability, seamless routing, and rapid issue resolution across care and commercial teams.

Based in the United States, you will partner with internal stakeholders and vendors to safeguard continuous access to evidence-based treatment, while designing scalable configurations and contributing to

Qualifications

• 3+ years of professional experience administering, configuring, and supporting enterprise service center, CCaaS, or telephony platforms.
• Experience configuring Amazon Connect including contact flows, routing profiles, queues, and user security.
• Familiarity with APIs, webhooks, and data structures (JSON), with ability to collaborate with software engineers.
• Demonstrated ability to troubleshoot complex platform incidents and coordinate resolution with external vendors.
• Experience with service center software releases, regression testing, and validation documentation.
• Ability to document configurations and end-user guides and collaborate with cross-functional teams.

Responsibilities

• Administer and maintain enterprise service center platforms, including provisioning, role-based permissions, skills-based routing, queues, and IVR workflows.
• Provide daily production support and incident resolution for telephony and digital channels.
• Monitor platform health and performance, managing vendor escalations and tickets.
• Collaborate with Operations, Engineering, and Clinical teams to design and deploy telephony configurations.
• Execute change management, testing, and release validation for tooling updates.
• Maintain comprehensive technical documentation and knowledge base articles.
• Collaborate with Data and Analytics to validate KPI data feeds and CRM touchpoints.
• Identify operational friction and evaluate automation and intelligent routing capabilities.
• Perform other duties as assigned.
• Design, configure, and orchestrate Conversational AI workflows within Amazon Connect.
• Monitor conversation logs and prompts to identify areas for prompt optimization.

Skills

Amazon Connect

CCaaS platforms

Telephony platforms

APIs & JSON

Troubleshooting

Job description

Equip, a fully virtual eating-disorder treatment company, is seeking an IT Operations Specialist to administer Equip’s service center platforms and telephony technologies. You will ensure high platform reliability, seamless routing, and rapid issue resolution across care and commercial teams.

Based in the United States, you will partner with internal stakeholders and vendors to safeguard continuous access to evidence-based treatment, while designing scalable configurations and contributing to